Lead Enablement Manager, Klaviyo
Customer Success
$124-186k
The B2C CRM
Job no longer available
$124-186k
1001+ employees
Company mission
Klaviyo is the only CRM built for B2C brands. Powered by its built-in data platform and AI insights, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster.
Role
Who you are
- 6+ years leading end-to-end enablement programs for Customer Success or Sales roles
- Proven experience in a Customer Success role in a SaaS organization, with a strong understanding of customer success principles and best practices
- Strategic mindset with the ability to align enablement initiatives with broader organizational objectives
- Analytical mindset with the ability to leverage data and insights to inform decisions and drive continuous improvement
- Experience designing and delivering complex training programs that educate customer success team members on delivering value to their customers
- Experience in establishing key performance indicators (KPIs) to measure the effectiveness of enablement initiatives
- Experience collaborating with marketing and product teams to create value messaging and product positioning for CSMs to use effectively in customer conversations
- Ability to design and develop engaging and interactive training and content using a variety of adult learning modalities and methods
- Consistent record of impacting revenue outcomes through enablement, based on documented success metrics
- Experience using authoring tools and content and learning management systems (ie: Articulate Rise/Storyline, Captivate, Adobe Premiere Pro, Camtasia and Seismic or Cornerstone)
- Familiarity with customer success tools like Gainsight and Salesforce as well as other enablement platforms (Gong & Seismic)
What the job involves
- As a Lead Enablement Manager - Customer Success, you will be responsible for ensuring that the Global Customer Success Managers are equipped with the content and skills necessary to excel in their roles and deliver a world class customer experience
- You will be the dedicated Enablement business partner to our Customer Success organization, working alongside senior leadership to fully understand the structure, needs, and goals of the organization
- You will act as a strategic consultant, providing recommendations and plans to help the business reach their goals
- You are responsible for creating and implementing enablement programs and initiatives to support our Customer Success Managers (CSMs) in effectively managing and growing our customer relationships
- In this highly dynamic position, you will be equal parts program manager, content developer, and facilitator
- You’ll be part of the GTM Enablement Team, reporting directly to the Sr. Manager of Global Field Effectiveness
- Develop and execute on a comprehensive enablement strategy that supports the professional growth and effectiveness of our CSMs. This includes designing and delivering training programs
- Collaborate closely with senior leadership to develop enablement initiatives tailored to address critical gaps identified across the knowledge, skills and processes of our global CSMs
- Develop and maintain an onboarding program for new CSM hires, ensuring a smooth transition and accelerated ramp
- Foster a collaborative and supportive environment through knowledge sharing, peer learning, and facilitating communication channels for CSMs
- Establish metrics to measure the effectiveness of enablement initiatives and track the impact on CSM performance, customer satisfaction, and revenue growth
- Act as a subject matter expert on customer success best practices, industry trends, emerging technologies relevant to customer success and incorporate them into the enablement programs
- Provide ongoing coaching and mentorship to CSMs, offering guidance on best practices, customer engagement strategies, and relationship management
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
Devin Bhatia, Customer Success Manager
Our mission
Create exceptional customer experiences by providing immediate and long-lasting value, while empowering creators to own their growth.Insights
Company
Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Company benefits
- Private medical insurance
- Medical
- Dental
- Vision
- Lifestyle spending account
- Commuter benefits
- Modern Health - wellness platform
- Parental leave
- Company equity
- Employee stock purchase plan
- Blue Cross Blue Shield of Massachusetts
- Dental insurance
- Vision coverage through EyeMed
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Employee assistance program (EAP)
- 401(k) plan with company match
- Flexible paid time off (FPTO)
- 13 company holidays
- Paid parental bonding leave
Company values
- Put customers first: We prioritize our customers > customers’ customers > team > ourselves. We empathize deeply with our customers by walking in their shoes and solving their greatest pain points. We start with what’s best for the customer, not what’s best for us, and work backwards, delivering experiences our customers will talk about.
- Win together: We’re one team, we get to know each other, we’re okay with conflict and willing to disagree and commit. We are honest, direct, transparent, and respectful. We seek and incorporate diverse perspectives and assume good intent.
- We’re 1% done: We’re just getting started – our greatest products, work, and achievements are in front of us. We have a beginner’s mindset – we see the opportunities to build and improve and have the ambition to go after them. We benchmark against the best, aim to beat them, and celebrate when we do.
- Know the score: We’re clear about what success is for each project and how it ladders to our overall success. Results are what matter. Working hard is required, but it’s not success. We use data and past performance to motivate our future strategy.
- Be meticulous in your craft: We seek to do work so good that people rave about it. We are rigorous, thorough and prepared. We are or expect to be the experts everyone in the world turns to.
- Move fast, no shortcuts: Speed matters. We set ambitious deadlines, we like short cycles and being first to market. We don’t skip critical steps or requirements to make a date. We’re comfortable living in the grey and making judgment calls to decide what’s required and what’s not.
- Drivers wanted: No passengers — we’re proactive and engaged, and if we see something wrong it’s our responsibility to fix it or raise the issue to its owner. Have a vision and make sure it’s compelling. No job is beneath us. If it needs to get done, we’re happy to pick it up. We use and spend resources like they’re our own.
- Stay hungry, stay humble: We are insatiably curious learners; our slopes are very high. If we don’t know something, we’re world- class at figuring it out. We take calculated risks and sometimes make mistakes — we’re not perfect. When we fail, we learn from it and improve going forward. Feedback is a gift, even if it hurts sometimes. We don’t tolerate brilliant jerks.
Company HQ
Dublin, Republic of Ireland
Articles
Leadership
Andrew Bialecki
(CEO)Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Product Officer)Currently an Advisor at Team Engine. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
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